Abstract:
In the present study we propose a standard model for client loyalty evaluation of services supplied for middle-long periods as banking and assurance services, phone services, gas and electricity supply. In this class of services, the relationship between client and provider lasts until the client shows a clear disloyalty behaviour (switching to another provider or not using the service). We consider two different dimensions of loyalty: behavioural loyalty and attitudinal loyalty which we suggest to analyze in relation to Trust, Convenience, overall Satisfaction and Inertia. The methodology is based on PLS-Path Modelling.
Paolo Chirico and Anna Lo Presti, 2011. A Client Loyalty Model for Services Supplied for Middle-long Periods. Journal of Applied Sciences, 11: 725-730.
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